About Your Bills - FAQs


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Search through some of the most commonly asked questions.

 1. What is my Annual Summary?

It’s a statement from us telling you how much gas and/or electricity you’ve used that year, and how much it has cost you. Ofgem, the regulating body behind energy, introduced annual statements to give customers more power over their bills.

Unlike your monthly or quarterly statements, an Annual Summary gives you an overview of your total energy use and how much you’ve spent over the course of a year, regardless of seasonal fluctuations.Your annual summary is sent to you once a year as an email attachment or by post, depending on how you receive your monthly bills.  If your gas and electricity supplies started with us at different times, you may receive your summaries separately. You get one statement for electricity and a separate statement for gas.

Your annual summary will help you to understand how much your energy may cost in the next 12 months, as well as providing key information to help you compare different energy tariffs.  Please be aware that switching tariffs may mean different terms and conditions.

2. How is this different to a bill?

Your annual summary is a statement of the energy used over the last 12 months’ and it also shows you your projected usage for the coming year. Your bill on the other hand, shows charges, amount owed and payments received for a set billing period, either quarterly or monthly.

3. Why are these being sent separately from my bills?

Ofgem regulations state that your annual summaries are sent separately from your usual bills.  If you have both your gas and electricity supply with Green Star Energy then your annual summary for each supply may be sent together.

4. How is my Annual Summary calculated?

Your Annual Summary usage is calculated based on:

  • Number of kWhs used over the last year
  • Current tariff and any additional charges such as VAT

Your projected usage is calculated based on:

  • Number of kWhs used over the last year
  • The current and/or default tariff applicable for the coming year (if your current tariff is coming to an end).  The default tariff is our Rate Watch Variable Tariff

5. How do you work out my Personal Projection?

We base your personal projection on time left on your chosen tariff, and the rate on our Standard Variable Tariff, also using energy usage information from your previous supplier, if it’s available.  Any discounts you’re eligible for will be taken from the personal projection.


6. I’m on a fixed-term tariff, why have you calculated my projected annual spending using rates for a variable tariff?

If your current tariff has an end date, we’ll automatically move you onto our variable tariff at the end of your fixed term.  To help you make an informed decision about changing tariffs, energy suppliers and switching sites work out how much you’re likely to spend on energy in the coming 12 months.  We take into account the remaining time on your current tariff and the rates you’ll be moving on to.  This shows you the difference between what you would pay if you didn’t change tariffs again and what you’d pay by moving tariffs.

7. Why is my projection for next year so different compared to what I have paid this year?

Your projection is calculated using the time left on any fixed rate tariff and then our variable tariff that you would automatically move to if you didn’t renew with another fixed rate tariff.  There may be an increase in the amount of projected energy use if your energy consumption was particularly low this year and not in line with the industry estimated consumption for your property.

8. How and when will I get my annual summary?

You will need to have been a customer of Green Star Energy for at least 12 months before you receive an annual summary.  We will send you your annual summaries annually near the anniversary of the date you switched to us.  You’ll receive your annual summary in the same way that you receive your bill.  Please click here if you would like to register for an online account. 

9. I’m a dual fuel customer, why have I only received one Annual Summary?

This is probably because your supplies switched on different dates.  If only one of your supplies has been with Green Star Energy for the necessary 12 months’ then you will only receive an Annual Summary for this supply.  Annual Summaries are produced for each supply on the anniversary of each supply start date.

10. Is the Annual Summary based on actual or estimated readings?

Where possible, we use actual meter readings that have been taken over the last 12 months.  If we don’t have meter readings, we calculate an estimate based on previous usage.  If we have used estimated readings, then your actual energy usage may be higher or lower than these.  To ensure that we are calculating your energy usage correctly, we would recommend that you provide regular meter readings.  These readings also help us to make sure your bills are accurate.

11. What information is on an annual summary?

Ofgem says that your annual summary must contain:

  • The name of your tariff

This is crucial for running an accurate comparison and finding a better energy deal.  When you enter your tariff details comparison sites can use the right rates for your current plan.

  • How much energy you’ve used in the past 12 months

This is in kilowatt hours.  This is a crucial figure and will allow you to run an accurate comparison. 

  • Your Personal Projection

This is an estimate of your likely costs over the next 12 months based on the Industry Estimate (this doesn’t include any credit or debit balance you may have on your account).

  • The main terms and conditions of your tariff

These are very important.  Some tariffs that are fixed for a given period of time may have an exit fee to pay if you leave early.

  • Details of any premiums or discounts

This explains any applicable discount.

  • A reminder that you can switch your gas or electricity supplier

You shouldn’t pay more than you have to for your energy.  That’s why our annual summary clearly says: “Remember – it might be worth thinking about switching your tariff or supplier”.

  • Glossary

A quick guide to some of the common terms you find on your annual summary. 

  • Signposting to independent advice

Contact details for useful organisations that can help you reduce your energy costs and to inform you about your rights as an energy consumer.

12. Will my Direct Debit go up as a result of my annual summary?

No.  Your direct debit will be reviewed separately, depending on when your supply first switched to us.  If you’re concerned that your current direct debit is either too high or too low for your usage then please get in touch and we’ll be happy to review your amounts sooner, based on an up-to-date meter read.

13. Can I have both fuels displayed on the same Annual Summary?

Unfortunately, we cannot do this.  We produce separate annual summaries to make the information clear and easy to understand based on the Ofgem recommendations for Annual Summaries.

14. Why is my consumption showing as a negative figure?

When we’ve not received a meter reading either from yourself or through a meter reading agent we will calculate your usage based on average consumption data provided by the industry.  As the readings from the industry are estimated, these can vary from your actual meter readings.  Your Annual Summary (or summaries for dual fuel customers) is calculated using the total usage billed over the past 12 months, therefore if we receive a meter reading that is lower than the one we estimated 12 months ago it will result in your overall consumption displaying as negative.

1. What is included in the energy tariff?

Tariffs usually consist of a number of elements which will generally comprise of standing charges, Energy charges and government imposed taxes (e.g. VAT).

2. What is a standing charge?

A standing charge is a fixed amount that is applied to your gas and electricity bill daily. For any tariff with a standing charge you will pay a daily charge and a single unit rate making it easier to understand how much you’re paying. A standing charge helps cover an energy supplier’s fixed costs, for example: enabling a supply of gas/electricity to your home through distribution and metering services, Governmental; carbon reduction commitments and supporting the vulnerable.

3. Why do energy suppliers use standing charges?

Standing charge is used to cover a supplier’s fixed costs, for example: Governmental; carbon reduction commitments, Supporting the vulnerable, and enabling a supply of gas/electricity to your home through distribution and metering services.

4. How much is the standing charge per day?

This will depend upon your tariff and whereabouts in the country you are – see our page on tariffs for more information.

1. How can I be billed on my actual energy consumption?

In order to keep your energy consumption up to date, we recommend that you send us a monthly reading. If you are unable we will invoice you based on estimated consumption.

2. How to submit your meter reading?

At Green Star Energy we like to make it easy for you to provide a meter reading. You can do this by: • Registering on our self serve portal and submitting your meter reading electronically at MeterRead@mygreenstarenergy.com • By phone, please call 0800 012 4510 and you can leave your meter reading electronically or you can speak to one of our advisors.

3. How can I make a payment?

By Direct debit, this is our preferred method of payment and your standing charge will include a reduction as we are able to pass on any savings made. By bank transfer, please instruct your Bank or Building Society to pay to Sort Code: 40-33-33, Account no 72409364 quoting your Account Number which you can find on the bill or your welcome letter. By Post, please send the Bank Giro slip on your bill with a cheque made payable to Green Star Energy to, Elder House 3rd Floor, 586-592 Elder Gate, Central Milton Keynes, MK9 1LR

4. I am having difficulty in paying my bills?

If you are having difficulty paying your bill please let us know immediately by emailing Customerservice@mygreenstarenergy.com or by phoning us on 0800 012 4510 and we will work with you to find a suitable payment plan.

5. I don’t think my bill is right, what should I do?

To start with, check if your bills are based on actual or estimated readings. If your bill is estimated, please read your meter(s) and provide us with a reading. If you want to manage your account on line, or just want to provide a reading please logon to https://hub.mygreenstarenergy.com If your bill is based on actual readings check to see if there has been a price change since your last bill, have you changed any of your appliances or if you are being billed for the wrong type of meter? If you still think your bill is not accurate, we are here to help you so please contact us on 0800 012 4510 or alternatively email us at customerservice@mygreenstarenergy.com

6. What is the Green Star Energy back billing policy?

Our back billing policy is that where we are at fault, we would not look to recover any payment for previously unbilled energy used more than 12 months prior to the error being detected and a corrected bill being issued.

7. What is a Calorific Value (CV)?

Calorific value is a measure of how much heat gas creates when it burns. There are a few factors that affect the CV. Gas delivered to homes near the point where it comes ashore contains a different level of moisture than the gas that is used further inland. Weather changes can have an affect too. Moisture in gas affects its performance and calorific value is there to ensure that gas is charged fairly in relation to how much energy is obtained from it.

8. What is the Conversion Factor?

The conversion factor takes account of differences in temperature and pressure. It’s always 1.02264, for all suppliers, and on all bills/statements.

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1. What do I do if I have a complaint?

If you feel that we have not delivered the service experience that you deserve, please contact us so that we can put things right.

Step 1— call our dedicated complaints team on 0800 012 4510 and discuss your complaint.Step 2— if an advisor is not able to resolve your complaint, please ask to speak to a manager.Step 3— if your complaint is still unresolved at this point, please contact our Complaints Lead complaints@mygreenstarenergy.com, or write to Complaints Lead, Green Star Energy, Elder House 3rd Floor, 586-592 Elder Gate, Central Milton Keynes, MK9 1LR.

If you have followed each of the above steps but your complaint is still unresolved within 8 weeks, you can contact the Energy Ombudsman at 0330 440 1624 or visit www.os-energy.org Or you can contact Citizens Advice consumer service who provide free, confidential and impartial advice on 08454 04 05 06 or visit www.adviceguide.org.uk

1. I am moving in to a new home – how can I sign up to Green Star Energy?

You can either sign up online at https://join.mygreenstarenergy.com , or you can contact us on 0800 012 4510 and one of our advisors will be happy to help you through the process.

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2. What do I need to do if I am moving home?

If you are moving home you can either give us a call on 0800 012 4510 or send an email to moving@mygreenstarenergy.com to provide us with the following information:

  • The date you are moving house
  • Your new address so we can send your final bill to you
  • Meter Reading(s) for the date you moved out
  • Your new telephone number

If you're able to confirm who has moved in to the property that would be helpful to ensure we can finalise your account accurately.
We would really like the opportunity of supplying your new house.Please call our customer service team on 0800 012 4510 or get a quote online https://join.mygreenstarenergy.com. Please be aware it can take up to 45 days to complete the registration of your new home.

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1. What is a green tariff?

A green tariff satisfies Ofgem ruling on having passed the Volume Test, Additionality and Transparency:

  • Volume Test: Purchasing of Levy Exemption Certificates from UK generators equivalent to the electricity consumed by the customer
  • Additionality Test: Offering an additional environmental benefit to the customer. In our case working with Carbon Footprint to protect areas of the Amazon vulnerable to logging. Planting one tree in the UK per tonne of carbon we keep locked in trees in the Amazon
  • Transparency Test: Providing the customer with a report on how we have delivered Additionality and issued information on our website explaining the tariff

2. Why does a green tariff cost more?

Green Tariffs cost more than normal tariffs because they include some additional costs. There is the cost of sourcing our renewable generation and the purchasing of the levy exemption certificates. There is also the cost of investing in schemes to protect the Amazon equivalent to two tonnes of carbon per customer and finally the cost of planting two trees here in the UK.

3. I thought all electricity gets mixed up?

It does, however we purchase certificates from UK renewable generators for the period in which it was supplied to you, so the electricity is effectively 100% renewable.

4. What about gas?

We do not supply green gas the gas we provide as part of our green tariff are from the same sources as all of our other tariffs. We may look to supply green gas in the future.

5. How do you prove that you have protected areas of the rainforest?

Trees contain carbon, they can be evaluated to see how much they contain, our partner then earn credits for each metric ton they save. We buy these and retire them in the name of our customers.

6. Why should I go for green when you have over 90% renewable in your fuel mix?

Our Fuel Mix Disclosure shows our total supplier fuel mix which includes our non-domestic supply. Our non-domestic supply is 100% renewable and proportionally represents the majority of our total supplied volume for the period 2013-14. By signing up to Green Saver we can guarantee that 100% of your electricity will be sourced from renewable generators irrespective of what the rest of our supply does.

1. Who is the tariff most suitable for?

The Unlimited Tariff is suited to anyone who would enjoy peace of mind. Customers no longer receive surprisingly high bills, which will especially help if you like to budget your household costs.

2. How can I see my usage?

Your energy usage will appear on your monthly bill. The bill will show an annualised figure, based on your usage from the last month.

3. What happens if I use far more than anticipated?

If your personal circumstances change you'll need to let us know, as it may affect whether you're able to continue to take the Unlimited Tariff. Please refer to the Terms and Conditions for more information.

4. Is switching to Unlimited Tariff easy?

Yes, providing you meet our eligibility criteria, both new and existing Green Star customers can register for the Unlimited Tariff. You can register online or by calling our Green Star sales team on 0800 012 4510.
The switching process typically takes 21 days to complete - which includes a 14 day cooling off period where you're free to change your mind. See our Terms and Conditions for more information.

5. Can I change to Unlimited Tariff as an existing customer without penalty?

Providing the you meet the Unlimited Tariff eligibility criteria, you can switch without a fee if you are on our standard variable tariff. However, if you're on one of the fixed term tariffs, there is a £30 per fuel termination fee if you want to switch to the Unlimited plan.

6. If I already have a Green Star tariff, can I switch to Unlimited Tariff immediately?

If you are an existing Green Star customer and wish to switch to the Unlimited tariff, a meter reading can be taken immediately and we can cancel your existing contract and then provide you with a final bill (with associated credit or debit) for any outstanding period. The Unlimited tariff will then commence from midnight the same day.

7. How much will I be billed per month?

The Unlimited tariff starts from £62 per month. You will be provided an annual energy amount and a tailored fixed monthly amount based on your personal circumstances when you first register.

8. Is the tariff 'green'?

No, we supply our electricity from a range of sources, please see our fuel mix disclosure page on our website for further information.

9. How often will I be billed?

Unlike our other energy tariffs, the billing cycle for the Unlimited tariff is monthly, not quarterly. You will receive a bill on the same date of the month that you originally had your supply go live. For example, if your supply start date was the 23rd September, your billing date would be the 23rd of each month subsequently.

10. Will I still need to provide meter readings?

Unlike our other energy tariffs, the Unlimited tariff requires monthly meter readings. You will be sent an email requesting a meter reading approximately 5 days before your billing date.
Failure to provide a meter reading every 60 days at least could mean that we have to move you off this tariff onto our standard variable rate. Refer to our Terms and Conditions for more information.

11. Is prepayment available?

At the moment we do not support pre-payment. However we do expect to have this available in the future, so please check our website for updates.

12. Is everyone eligible to take this product?

To register for the Unlimited Tariff, you will need to meet certain eligibility requirements. Please refer to the Terms and Conditions for more information.

13. What are the options to pay for this tariff?

At the moment, the Unlimited tariff is only available for customers paying by Direct Debit.

14. Will it be cheaper than my current tariff?

If you are on a Standard Variable rate tariff from one of the Big 6, the Unlimited Tariff is around £100 cheaper per year, based on an average consumption. The Unlimited Tariff provides peace of mind, which is why the price is slightly higher than our cheapest tariffs.

15. Why am I not eligible to take the tariff?

At the moment to be eligible for the Unlimited Tariff you must have a standard consumption between 10500 and 16500 kWh for gas and between 2200 and 4200 kWh for electricity. In October 2015 we will be able to expand this range, so do check again soon.

16. What do I do if I have trouble paying?

With the Unlimited Tariff, you know exactly what you pay every month. This can help with household budgeting. If you are struggling to make payments, please contact us, or visit our support information www.mygreenstarenergy.com/help-support.

17. How are you able to offer this fixed amount per month?

Once we know your energy requirements, we then take into consideration the risk of unseasonal weather to forcast your annual energy costs. This is divided by 365 to work our a fixed daily tariff charge.

1. Can I have a smart thermostat?

You can have a FREE tadoo smart thermostat if you have:

  • An individual gas or oil boiler, or a heat pump
  • An internet connection
  • An email address
  • A smartphone
  • Have selected the Green Star Energy Thermo Saver 36 month tariff

Please contact us on 0800 012 4510 to check your eligibility and switch to the Thermo Saver tariff.

About your tadoo smart thermostat

2. What does the smart thermostat do?

tadoo uses your smartphone's GPS to turn down the heating while you’re away, then get things cosy before you return. It adapts to the weather forecast, keeping the temperature just right. You can even control it remotely from your Smartphone, tablet or computer, giving you the best of both worlds.

3. Will it work in my home?

tadoo works with most heating systems, including gas, oil or combi boilers. It works whether you have a wired or wireless thermostat, a programmer or no thermostat at all. Some systems may need a small extension kit to work which will be fitted at no extra cost if required.

4. What's in my tadoo smart thermostat box?

You will receive everything you need to install your tadoo smart thermostat. The box contains:

  • tadoo smart thermostat (including batteries).
  • tadoo bridge and USB cable.
  • Power plug.
  • Ethernet cable.
  • Wall mounting kit.
  • Screwdriver.
  • tadoo extension kit.

Please keep your thermostat in a safe place while you wait for it to be professionally installed.

5. Is my smart thermostat insured?

The tadoo smart thermostat comes with a 12 month manufacturer guarantee. If your device is faulty, please contact tadoo support/technical team directly on 0203 5144 881.


6. When will my smart thermostat be installed?

Your smart thermostat will be installed up to 21 days from the date you place the order.

7. Who installs my smart thermostat?

HomeServe will connect and install your tadoo smart thermostat via their approved installation partners in your local area.

8. Who do I contact if installation is late or not complete?

Please contact our customer service team on 0800 012 4510 Monday to Friday, between 8am and 6pm.

Technical issues

9. Who do I contact if my smart thermostat is not working?

Please contact the tadoo support/technical team directly on 0203 5144 881 with any technical issues.

10. What if my internet connections goes down at home?

If you’re away from home at the time you will temporarily lose the ability to control your heating remotely. If you’re home then don’t worry you can fully control your heating manually.


11. How do I cancel my smart thermostat?

You can cancel your Thermo Saver tariff before the end of your 14 day cooling off period without charge - just call 0800 012 4510.

If you wish to cancel 14 days after the date of your order, please call 0203 1264 014. You can switch to a different Green Star Energy tariff or to a different supplier and will be charged a cancellation fee of £80 per fuel.

Your tadoo’s smart functionality will be disabled and the device will became a dumb thermostat which you can use to turn the heating up and down manually.


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